Customer Service Clerk

Customer Service Clerk

The City of Glenn Heights is seeking applicants for a Customer Service Clerk in our Utility Billing Department. Perfectly positioned along IH-35 East, Glenn Heights is a hospitable, business-friendly, rapidly growing community divided between Dallas and Ellis counties. The City has a total area of 7.2 sq. miles (18.8 km sq.) with more than 50% of the city's developable land is located along major arterial intersections that are available for retail and office development. The Customer Service Clerk is responsible for performing customer service, billing, and collection of payments for water, sewer, garbage and stormwater services.

Typical Duties

Essential Job Duties/Responsibilities: Essential duties and functions may include the following. Must possess required knowledge skills, abilities and experience and to be able to explain and demonstrate, with or without reasonable accommodations that the essential functions of the job can be performed. Other related duties may be assigned.

1. Addresses telephone and walk-in requests from customers seeking information, submitting applications for service and/or paying bills.
2. Investigates and responds both verbally and in writing to complaints and inquiries from utility customers regarding billing, rates and city policies; arranges credit term payments, extensions and payment plans.
3. Serves as point of escalation for difficult customers and/or billing problems.
4. Receives and maintains accounts for monies from utilities (water, garbage, sewer, and stormwater) and municipal permits, and issues payment receipts to customers
5. Posts payments to customer accounts; reconciles daily bank deposits; performs audits on peer daily deposits and prepares reports as required.
6. Maintains accurate billing for the City's water, sewer, garbage and storm water services; audits and reconciles customer records to ensure the appropriate party is incurring expense.
7. Reviews billing data; calculates proper customer billing charges and reports and corrects billing errors by adjusting balances within the City's InCode software.
8. Assists with preparation of annual budget; tracks and reports monthly variances to plan.
9. Assist with review and revision of Finance Department's policies and procedures.
10. Assists Supervisor with training of staff.

Knowledge, Skills, and Abilities:

• Comprehensive knowledge of municipal organizational structure and operation, legal and political environments of local government
• Comprehensive knowledge of problem solving, conflict management and customer relations techniques
• Proficient skills to communicate clearly and concisely in English, both orally and in writing
• Proficient skills in Microsoft Office Suite including Excel, Word, and PowerPoint;
• Comprehensive understanding of all City safety rules and operating procedures
• Ability to maintain proficiency and knowledge of current and/or new regulations/legislation within areas of responsibility

Education & Experience

Minimum Qualifications:

• High School Diploma or GED equivalent, and
• Minimum of four (4) year's customer service experience, or
• Any equivalent combination of education and experience sufficient to successfully perform the essential functions of the job

Supplemental Information

Work Environment/Physical Requirements: The work environment and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The incumbent works in a typical office environment with little or no exposure to unpleasant environmental conditions or hazards. Requires lifting up to 25 pounds and includes repetitive actions while sitting or standing. May require sitting and working at a computer for extended periods of time

Preferences:

• Bilingual in English and Spanish
• InCode software experience